Refund Policy

Overview

This Refund Policy explains when you are entitled to a refund and how refunds are processed. It works together with our Cancellation Policy and Terms & Conditions.

When You Are Eligible for a Refund

• You cancel within the free cancellation window for your vehicle class
• Velora is unable to provide the reserved service
• You were charged in error or overcharged
• A duplicate booking or payment was made

When Refunds Are Not Issued

• Cancellations made after the window for your vehicle class
• No-shows, or passengers not located after the grace period
• Charges for wait time, tolls, extra stops, or services already rendered
• Gratuities once paid, except where charged in error

Refunds & Cancellation Windows

Refund eligibility follows the deadlines in our Cancellation Policy:

See the full Cancellation Policy for details.

How Long Refunds Take

Approved refunds are issued to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or card issuer.

How to Request a Refund

• Contact our concierge by phone or email
• Provide your name, reservation details, and the reason for your request
• We will review and respond promptly

Start a request on our contact page.

Chargebacks & Disputes

We encourage you to contact us first so we can resolve any billing concern quickly and fairly before initiating a chargeback with your bank. Most issues are resolved within one business day.